IONOS Ltd.

1. Description of 24/7 IONOS Cloud support service

IONOS Cloud customers have access to a comprehensive range of support services designed to make the use of IONOS Cloud services as efficient and trouble-free as possible. Here is a detailed list of the services available to these customers:

1.1 24/7 support access 365 days a year

Customers can always receive support from qualified personnel who are trained to provide fast and effective solutions. The 24/7 IONOS Cloud Support can be reached as follows: Support hotline: [phone] Support email: [e-mail]

1.2 Transmission of information Support tickets must meet the following criteria on both sides:

• The subject of the email should contain a unique ticket ID from the cloud customer‘s ticket system, if available,

• an automatic acknowledgement of receipt must be sent, and

• the processor of the record must be named

• Contact options (email/telephone)

• Information on the instances and service concerned

• Time stamp

Upon receipt of a support request, a trained system administrator will contact the cloud customer Support. Support requests are processed in compliance with the response times defined below.

The following response times apply to incoming support requests:

• Malfunction (service is not available or its use is restricted) < 1 hour

• Service or information request < 72 hours

Within the response times specified above, cloud customer will receive a qualified statement. This includes either a statement on the completion of the process or, if the process has not yet been completed, an initial assessment of the support request and information on how to proceed. In the case of malfunctions, the cloud customer will additionally be informed about the extent of the malfunction and the expected duration of the malfunction elimination.

1.3 Responsibilities

The 24/7 IONOS Cloud Support has no authorisation to log on to virtual resources of the Cloud customer, nor to make any changes.

1.4 Overview of support services for cloud customers at IONOS:

• Technical Support

  • Help with troubleshooting and solving technical problems in connection with the IONOS Cloud services.

• Maintenance announcements and system updates

  • Regular information about planned maintenance work and system improvements

  • Announcements about required security updates

• Service requests

  • Processing specific requirements, such as Cloud Connect

  • Requests for additional services, including penetration tests, MS SQL licenses, and data upload services

• Help with account and invoice management

  • First point of contact for administrative matters relating to account management and billing

• Management of status page for incidents

  • Providing and updating information on the status page during incidents to inform customers about the current status of the services

• Provision of the Reason for Outage documents

2. Support agreement for Partner of IONOS

In addition to the general cloud customer services, IONOS partners have access to extended support levels and commitments tailored to their specific needs. The following additional services are available to them:

2.1 1st level support

The Partner undertakes to provide the following support and services to its end customers. The same applies for Distributors via their Resellers:

• Information and service requests regarding

  • Contract (contract details, general terms and conditions, GTCs etc.)

  • Customer master data

  • Accounting

• Subcontract Management

  • Management of individual contracts

  • Determination or modification of the resourses

  • User administration

  • Deletion of unneeded resources and contracts

• Support of virtual machines, operating systems, and services outside the scope of IONOS Cloud services

  • Root cause analysis and remediation

• Monitor or subscribe of IONOS Cloud status page status.ionos.cloud

• Execution or forwarding of maintenance announcements

• Forwarding technical problems and incidents regarding IONOS Cloud products to 24/7 IONOS Cloud Support (clause 1.2 lists the required information)

• Ticket responsibility and communication to the customer always remains in 1st level support

2.2 2nd level support

Optionally, a Partner in the Partner level "Platinum" can achieve 2nd level support status to ensure the best possible service delivery. For Distributors, 2nd level support status is mandatory. Partners are trained and certified accordingly in this regard.

In order to achieve and maintain 2nd level support status, the Partner undertakes to maintain the relevant certifications and to diagnose and qualify a fault to the best of its ability within the scope of the support. This includes the following aspects:

• Details about components involved

  • IPs, UUIDs, operating system, applications and versions

• Performance measurement (tools specified by IONOS Cloud)

  • Network (internal/external connection - bandwidth, PPS, latency)

  • Storage (bandwidth, IOPS, latency)

  • Compute (Stealtime, load, cpu/iowait)

• Detailed error pattern analysis

  • exact error description/derivation

  • Log messages

  • Extract Monitoring

  • Clear time information (date, time, time zone)

• Transmission of setup relevant details

  • Update status

  • Configuration details of the components involved in the malfunction

• Incidents and performance limitations must always be reported to IONOS

2.3 3rd level support

The 3rd level support is provided exclusively by 24/7 IONOS Cloud Support. The support services include the following:

• Troubleshooting with regard to the services offered by IONOS Cloud

• Announcement and communication of maintenance announcements

• Service Requests, for example, Cloud Connect, Private Cross Connect, Reverse DNS, penetration testing, MS SQL licenses, data upload service

2.4 Ticket handling at IONOS

2.4.1 The Partner's end customers or the Distributor's Reseller will not be provided with a direct communication channel to the 24/7 IONOS Cloud Support of IONOS. The Partner shall provide 1st level support to its customers for the purpose of information and service requests as well as support in case of malfunctions on the operating system, application and configuration level of the virtually used resources of IONOS.

2.4.2 If restrictions are due to the services provided by IONOS, these must be reported by a support employee of the Partner to the 24/7 IONOS Cloud Support.

2.4.3 Escalations, for example, exceeded response times of 24/7 IONOS Cloud Support response time, shall be communicated to the Head of 24/7 IONOS Cloud Support either by telephone or by email directly by the Partner. The response time, as stated in clause 1.2, measured from the time the Partner Support employee has submitted a fault to IONOS Cloud Support as described in clause 1.2. This escalation measure shall only be permitted after the regular support process described in clause 1.2 has been fully completed. The 24/7 IONOS Cloud Support Management team can be reached as follows: Phone: [phone] Email: [e-mail] IONOS may change the contact details of the Head of 24/7 IONOS Cloud Support by giving five (5) business days' notice in text form.

2.4.4 If the information transmitted to 24/7 IONOS Cloud Support in the context of a ticket changes (e.g. contact person, email addresses, telephone number, status of the 1st level support ticket), this change must be communicated to 24/7 IONOS Cloud Support immediately. This is essential for a reliable exchange of information and thus a timely processing of support requests.

2.5 Authentication

To protect the customer and their virtual infrastructure, tickets can only be processed with prior authentication of the reporting party. For this purpose, we recommend creating an individual access plus support PIN in the Data Center Designer for each partner support employee, which the partner must do.

2.6 Responsibilities

The 24/7 IONOS Cloud Support has no authorization to log on to virtual resources of the Partner or its customers, nor to make any changes.

2.7 Trainings

In order to ensure the best possible communication and cooperation with all partners, 24/7 IONOS Cloud Support offers regular training sessions to Partner Support staff, either free of charge or at a charge. These include the following contents:

• Presentation of 24/7 IONOS Cloud Support

• Incident management and request fulfilment processes of IONOS Cloud

• Interface 24/7 IONOS Cloud Support

Furthermore, IONOS Cloud offers separate training and certification, free of charge or at a charge, for the achievement of 2nd level support status for the Partners. The annual mandatory certifications ensure that a Platinum Partner or Distributor has at least three (3) trained administrators available at all times. This certification includes the aspects mentioned under clause 2.2 for the fastest and best possible root cause identification and elimination in active cooperation.